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Customer Service Academy episodes
- 139: Simplified Journey Mapping to Grow Your Customer Loyalty (and Sales)
In this episode, I talk about customer journey mapping and making things easy for your customers. This is vital to retain customers as the economy cools and customers make purchasing decisions to deal with inflation.
- - You must look at the customer journey from their point of view
- - Look at the key touchpoints and ensure that you remove friction from each service moment
- - Ensure you involve key stakeholders within your organization in the journey mapping process
It's time for the great service comeback!
Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.
Tony Johnson Customer Service Expert | Author | Trainer | Speaker
Check out my FREE Resources and Training Tools:
Web: https://www.igniteyourservice.com/
YouTube: https://www.youtube.com/c/RecipeforserviceNet
Twitter: https://twitter.com/The_TonyJohnson
Instagram: https://www.instagram.com/THE_TONYJOHNSON/
Tik Tok: https://vm.tiktok.com/owrTbL/
Facebook: https://www.facebook.com/tonyjohnsoncx/
Music: http://www.bensound.com
24 min - 138: My Journey Through the Healthcare System and Patient Experience
In this episode, I talk about my journey through the healthcare space. Here are some of my takeaways from my two weeks in the hospital from a PX perspective.
- Cross communication is an important, and lacking piece, of the healthcare market
- From a patient perspective, the amazing empathy from nurses, dining services, and patient transport made all the difference in my recovery
- Prioritize the privacy and dignity of patients at all turns
It's time for the great service comeback!
Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.
Tony Johnson Customer Service Expert | Author | Trainer | Speaker
Check out my FREE Resources and Training Tools:
Web: https://www.igniteyourservice.com/
YouTube: https://www.youtube.com/c/RecipeforserviceNet
Twitter: https://twitter.com/The_TonyJohnson
Instagram: https://www.instagram.com/THE_TONYJOHNSON/
Tik Tok: https://vm.tiktok.com/owrTbL/
Facebook: https://www.facebook.com/tonyjohnsoncx/
Music: http://www.bensound.com
25 min - 137: 5 Leadership Lessons From Independence Day
In this episode, I discuss Independence Day and what we can all learn as leaders from the example of our Founding Fathers.
- Vision
- Courage
- Collaboration
- Effective Communication
- Embracing Change
It's time for the great service comeback!
Book time to chat with Tony Johnson: https://calendly.com/thetonyjohnson/15-minute-strategy-and-consultation
Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.
Tony Johnson Customer Service Expert | Author | Trainer | Speaker
Check out my FREE Resources and Training Tools:
Web: https://www.igniteyourservice.com/
YouTube: https://www.youtube.com/c/RecipeforserviceNet
Twitter: https://twitter.com/The_TonyJohnson
Instagram: https://www.instagram.com/THE_TONYJOHNSON/
Tik Tok: https://vm.tiktok.com/owrTbL/
Facebook: https://www.facebook.com/tonyjohnsoncx/
Music: http://www.bensound.com
23 min - 136: Reframing Your Sales Process by Showcasing Your Value With Lisa J. Smith
In this episode, we welcome Lisa J. Smith of Smith Co. into the studio to talk about B2B sales.
- Great leaders not only inspire, but they have your back when things get tough
- Great sales leaders build diverse, independent thinking teams
- Great sales leaders help their clients arrive at the right decisions together
- You are likely not a commodity, so make sure you are framing your value
It's time for the great service comeback!
Learn More Here: https://www.smithcous.com/
Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.
Tony Johnson Customer Service Expert | Author | Trainer | Speaker
Check out my FREE Resources and Training Tools:
Web: https://www.igniteyourservice.com/
YouTube: https://www.youtube.com/c/RecipeforserviceNet
Twitter: https://twitter.com/The_TonyJohnson
Instagram: https://www.instagram.com/THE_TONYJOHNSON/
Tik Tok: https://vm.tiktok.com/owrTbL/
Facebook: https://www.facebook.com/tonyjohnsoncx/
Music: http://www.bensound.com
24 min - 135: Memorial Day and the Spirit of Service
In this episode, we share our gratitude for those who served and sacrified this Memorial Day. Thank you.
Here are some lessons we can learn from Memorial Day:
- Great leaders lead with integrity, honesty, and transparency
- Effective leaders prioritize the experiences of their teams and their customers
- Innovative leaders have the courage to try new things and get organziational buy in
It's time for the great service comeback!
Ready to chat? Book time with Tony here: https://calendly.com/thetonyjohnson/15-minute-strategy-and-consultation
Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.
Tony Johnson Customer Service Expert | Author | Trainer | Speaker
Check out my FREE Resources and Training Tools:
Web: https://www.igniteyourservice.com/
YouTube: https://www.youtube.com/c/RecipeforserviceNet
Twitter: https://twitter.com/The_TonyJohnson
Instagram: https://www.instagram.com/THE_TONYJOHNSON/
Tik Tok: https://vm.tiktok.com/owrTbL/
Facebook: https://www.facebook.com/tonyjohnsoncx/
Music: http://www.bensound.com
19 min - 134: Does Your Technology Delight or Aggravate Your Customers?
In this episode, I discuss the power of technology to drive superior customer experiences.
- Technology must fit together to create an omnichannel experience
- Great technology enables employees to focus on higher value tasks with guests
- Technology also allows customers to self-serve with reduced friction
It's time for the great service comeback!
Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.
Tony Johnson Customer Service Expert | Author | Trainer | Speaker
Check out my FREE Resources and Training Tools:
Web: https://www.igniteyourservice.com/
YouTube: https://www.youtube.com/c/RecipeforserviceNet
Twitter: https://twitter.com/The_TonyJohnson
Instagram: https://www.instagram.com/THE_TONYJOHNSON/
Tik Tok: https://vm.tiktok.com/owrTbL/
Facebook: https://www.facebook.com/tonyjohnsoncx/
Music: http://www.bensound.com
20 min - 133: Customer Experience Is Your Recession Plan
In this episode, we talk about using customer experience as a differentiator in your market to grow your sales
- Take a step back and look at your customer journey to find friction points you can smooth out
- Ensure your employee training enables and empowers your team
- Listen to your customers through surveys to find out what they want and then take action
It's time for THE GREAT SERVICE COMEBACK!
Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.
Tony Johnson Customer Service Expert | Author | Trainer | Speaker
Check out my FREE Resources and Training Tools:
Web: https://www.igniteyourservice.com/
YouTube: https://www.youtube.com/c/RecipeforserviceNet
Twitter: https://twitter.com/The_TonyJohnson
Instagram: https://www.instagram.com/THE_TONYJOHNSON/
Tik Tok: https://vm.tiktok.com/owrTbL/
Facebook: https://www.facebook.com/tonyjohnsoncx/
Music: http://www.bensound.com
21 min - 132: Building Experiences + Relationships Through Empathy
In this episode, we talk about the power of empathy and understanding to build relationships and drive personalization. This is key to employee and cusomter experiences.
- Empathy is about understanding, not agreement
- When you look at things from other's perspective, it helps you undersatnd their needs and wants
- You can develop your empathy by focusing on active listening and understanding your own emotions (devleoping your EQ)
It's time for the great service comeback!
Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.
Tony Johnson Customer Service Expert | Author | Trainer | Speaker
Check out my FREE Resources and Training Tools:
Web: https://www.igniteyourservice.com/
YouTube: https://www.youtube.com/c/RecipeforserviceNet
Twitter: https://twitter.com/The_TonyJohnson
Instagram: https://www.instagram.com/THE_TONYJOHNSON/
Tik Tok: https://vm.tiktok.com/owrTbL/
Facebook: https://www.facebook.com/tonyjohnsoncx/
Music: http://www.bensound.com
18 min - 131: Leading Teams To Deliver Exceptional CX with Steve DiGioia
In this episode, we invite Steve DiGioia into the studio to talk CX.
- Leadership isn't about position, it's about influence and impact
- Be specific with your recognition
- Make sure that you work to train and empower your new managers It's time for the great service comeback!
Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.
Tony Johnson Customer Service Expert | Author | Trainer | Speaker
Check out my FREE Resources and Training Tools:
Web: https://www.igniteyourservice.com/
YouTube: https://www.youtube.com/c/RecipeforserviceNet
Twitter: https://twitter.com/The_TonyJohnson
Instagram: https://www.instagram.com/THE_TONYJOHNSON/
Tik Tok: https://vm.tiktok.com/owrTbL/
Facebook: https://www.facebook.com/tonyjohnsoncx/
Music: http://www.bensound.com
33 min - 130: Employee Experience Is Rocket Fuel for Customer Experience
In this episode, I talk about how great employee experience is the catalyst for great customer experience.
- Focus on your leadership behaviors and the traits you model
- Ensure robust communication, including preshift huddles
- Take the time to get to know your team beyond the daily work
It's time for the great service comeback!
Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.
Tony Johnson Customer Service Expert | Author | Trainer | Speaker
Check out my FREE Resources and Training Tools:
Web: https://www.igniteyourservice.com/
YouTube: https://www.youtube.com/c/RecipeforserviceNet
Twitter: https://twitter.com/The_TonyJohnson
Instagram: https://www.instagram.com/THE_TONYJOHNSON/
Tik Tok: https://vm.tiktok.com/owrTbL/
Facebook: https://www.facebook.com/tonyjohnsoncx/
Music: http://www.bensound.com
20 min
About Customer Service Academy
From the publisher's feed
Great customer service is the key to unlocking unparalleled sales growth. Customer Service Academy Radio features customer experience expert and award winning speaker Tony Johnson. Tony will share how to deliver the very best service to your customers and grow your business. Tony will interview leaders from best-in-class organizations and share his common sense approach to business success. Tony has led large and diverse teams in the restaurant, retail, and corporate spaces for decades and will share strategies and tactics that work in the real world on the front lines of service. Together we can ignite experiences that power business results!
Learn more today at https://www.igniteyourservice.com/training. You can also email me at [email protected] or call/text 606-356-7447.
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